October 10, 2024

Clip

México

Collections Operations Specialist (Strategy)

Who we are?
There’s a fintech revolution underway in Mexico, and Clip is leading the way!
Clip is the leading platform for digital payments and financial solutions. We were born with the idea that all businesses in Mexico should have the opportunity to access the latest innovation in financial technology, driven by #El Poder De Clip.
Being part of Clip will make you proud. You will work in what you are passionate about within a talented community, in a safe space where you can be your best self and where growth means constant learning.

The Role
We are looking for a Collections Operations Specialist to be part of this amazing fast-growing Fintech. At Clip He/She will play a critical role in managing and optimizing the collections process, ensuring timely and accurate payments from customers. You will work closely with the operations, customer service and Data teams to implement collection strategies, and maintain positive customer relationships.

What will I be doing?

Collection portfolio assignment

Develop and manage relationships with third-party collection agencies, focusing on cost-effective solutions.
Execute and monitor the direct debit process.
Evaluate agency and agents performance against cost metrics to ensure optimal ROI on collections investments.
Oversee the daily assignment of accounts to agencies based on performance metrics, recovery strategies, and cost-effectiveness.

Communication channels assignment

Manage the allocation and optimization of communication channels to ensure timely and efficient interactions with customers while controlling costs.
Monitor communication metrics, with a strong focus on debt recoveries, cost management, and customer experience improvement.
Collaborate with Tech and Customer Happiness representatives to troubleshoot and resolve issues while evaluating costs associated with communication strategies.

Issue analysis and resolution

Analyze, research, and resolve escalated issues related to collections, including: Operations-related challenges, Customer inquiries and disputes and Credit bureau inquiries
Work closely with legal counsel to ensure compliance and appropriate action on escalated legal matters, while managing legal costs effectively.
Implement root cause analysis techniques to identify trends and develop strategies for continuous improvement, with an emphasis on debt recoveries and controlling expenses.

Cost control and optimization

Load third-party invoices and follow-up on payment.
Ensure that collection strategies and policies are effectively implemented, aligning with budgetary constraints and financial goals.
Partner with Collections Strategy representatives to develop and implement cost control strategies for managing collection agencies and communication channels to ensure efficient use of resources.
Generate and analyze reports related to collection operation costs, performance metrics, and overall efficiency, providing insights and recommendations for improvement.

Ideal Candidate

Bachelor's degree in Finance, Accounting, Business Administration, or a related field.
3 - 4 years of experience in collections or a similar role in the financial services industry.
Strong understanding of Mexican financial regulations and debt collection laws.
Proficiency in using CRM tools and Excel/Google Sheets for data analysis.
Proficiency in SQL, Python
Excellent communication and negotiation skills in both Spanish and English.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Strong problem-solving skills and the ability to handle difficult customer interactions with professionalism and empathy.
Detail-oriented and highly organized.

Clip was born with the genuine idea of financial inclusion and this has been our way of living ever since.

In Clip, we are committed to a diverse and inclusive workplace. Clip does not discriminate on any basis of origin, gender identity, sexual orientation, race, disability, age or other legal status. Clip is an equal opportunity employer.
If you are unstoppable, creative and have the skills we need, we want to hear from you!

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